A STUDY ON CUSTOMER RETENTION IN KP SANITARNIES BY M.

KRISHNA SARATHY (Reg No 1063749) Of PANIMALAR ENGINEERING COLLEGE A PROJECT REPORT Submitted to the FACULTY OF MANAGEMENT STUDIES In partial fulfillment of the requirements For the award of the degree Of MASTER OF BUSINESS ADMINISTRATION ANNA UNIVERSITY: CHENNAI 600 025 JUNE 2011

PANIMALAR ENGINEERING COLLEGE

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(A CHRISTIAN MINORITY INSTITUTION) JAISAKTHI EDUCATIONAL TRUST BANGALORE TRUNK ROAD VARADARAJAPURAM, NASARATHPETTAI, POONAMALLEE, CHENNAI - 600 123.

DEPARTMENT OF MANAGEMENT STUDIES

CERTIFICATE
This is to certify that, this project report titled A STUDY ON EMPLOYEE RETENTION is the bonafide work of MR. M.KRISHNA SARATHY (Reg No 1063749) who carried out the research under my supervision Certified further, that to the best of my knowledge the work reported here in does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on earlier occasion on this or any other candidate.

Internal Guide

Head Of The Department

Internal Examiner

External Examiner

ACKNOWLEDGEMENT

I would like to express my sincere gratitude to Our Chairman DR. JEPPIAAR MA., B.L., PH.D., for providing excellent environment and infrastructure and for his valuable support throughout the course of study. I express my deep sense of gratitude and thanks to Our Secretary and Correspondent DR.P.CHINNADURAI M.A., PH.D., and I express my sincere thanks to Our Directors MRS. C. VIJAYA RAJESWARI AND MR. SAKTHIKUMAR, M.E., M.PHIL., I also express my gratitude to my Principal DR.K.MANI M.E., PH.D. for providing all the required facilities for the successful completion of this project work. I take this opportunity to express my gratitude to the Dean & Head of the Department of Management studies, DR.V.MAHALAKSHMI M.L., M.B.A., PH.D., for providing me an opportunity and MR. DHASARADHAN.,M.B.A.,M.PHIL.,(PH.D).,who have given guidance to do this project work. I also express my deep gratitude and thanks to MR. K.PALANI, GENERAL MANAGER IN KP SANITARIES, , who gave this opportunity and guidance for the completion of this project work.

(M. KRISHNA SARATHY)

INDEX
LIST OF TABLES
TABLE NO 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 1 INTRODUCTION TABLE TITLES PAGE NO 43 45 47 49 19 20 21 22 24 51 53 55 57 59 61 63 65 36 43 96 98 75 77 79 107 81 109 67 69 71 73

Table Showing Introduction 1.1 the age of respondents 1.2 Industry Profile Table showing the gender of the respondents 1.3 Company Profile Table showing the educational qualification of the respondents 2 DEVELOPMENT OF MAIN THEME Table showing the area of interest of the respondents 1.4 Need of the study Table showing the respondents buy for a specific brand by name 1.5 Objectives of the study Table showing where the respondents buy shoes Table showing the price conscious of the respondents 1.6 Scope of the study Table showing impact on respondents through advertisement of sports shoes 1.7 Limitations of the study Table showing the respondents knows about the nike shoes Table showing the brand generally the respondents use 1.8 Review of Literature Table showing whether the respondents used the nike shoes earlier 3 ANALYSIS & INTERPRETATION Table showing the respondents like the light weight shoes Research Methodology Table showing the respondents preference range of shoes Table showing how often the respondents buy the nike shoes Analysis & Interpretation Table showing from where the respondents come to know about nike shoes Findings Table showing the respondents whether satisfied with the nike shoes Suggestions

1 2 8

Table showing the respondents think nike shoes serves for the purpose of being a good brand for Conclusion 101 sports wear Table showing the respondents will prefer nike launching a new range which can serve the 4 ANNEXURE purpose of service class Table showing the respondents buying nike shoes will be pleasurable events BibliographY Table showing the respondents are willing to buy nike shoes Questionnaire

4.21 4.22 4.23 4.24 4.25 4.26

Table showing the respondents of price range Table showing the respondents liked in nike shoes Table showing the respondents are prices of nike shoes capable to attract customers Table showing the respondents options in nike shoes Table showing the respondents find value for money in nike shoes Table showing rating of attributes

83 85 87 89 91 93

LIST OF CHARTS

CHARTS NO 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 4.21 4.22 Chart Showing the age of respondents

CHARTS TITLES

PAGE NO 44 46 48 50 52 54 56 58 60 62 64 66 68 70 72 74 76 78 80 82 84 86

Chart showing the gender of the respondents Chart showing the educational qualification of the respondents Chart showing the area of interest of the respondents Chart showing the respondents buy for a specific brand by name Chart showing where the respondents buy shoes Chart showing the price conscious of the respondents Chart showing impact on respondents through advertisement of sports shoes Chart showing the respondents knows about the nike shoes Chart showing the brand generally the respondents use Chart showing whether the respondents used the nike shoes earlier Chart showing the respondents like the light weight shoes Chart showing the respondents preference range of shoes Chart showing how often the respondents buy the nike shoes Chart showing from where the respondents come to know about nike shoes Chart showing the respondents whether satisfied with the nike shoes Chart showing the respondents think nike shoes serves for the purpose of being a good brand for sports wear Chart showing the respondents will prefer nike launching a new range which can serve the purpose of service class Chart showing the respondents buying nike shoes will be pleasurable events Chart showing the respondents are willing to buy nike shoes Chart showing the respondents of price range Chart showing the respondents liked in nike shoes

4.23 4.24 4.25 4.26

Chart showing the respondents are prices of nike shoes capable to attract customers Chart showing the respondents options in nike shoes Chart showing the respondents find value for money in nike shoes Chart showing rating of attributes

87 88 90 92